HR job title
- Distinguished Professor
- Contact Info
- 1 979 845 0804
- Websites
Berry, Leonard University Distinguished Professor of Marketing
Positions
- Regents Professor, The Texas A&M University System
- Presidential Professor for Teaching Excellence, The Texas A&M University System
- M.B. Zale Chair in Retailing & Marketing Leadership, The Texas A&M University System
My research focuses on the study of healthcare services, and the improvement of cancer care for patients and their families.
Research Areas
- Overview
- Publications
- Teaching
- Works By Students
- Background
- Contact
- Other
- View All
Overview
Publications
selected publications
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academic article
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Berry, L. L., Yadav, M. S., & Hole, M. K.
(2024).
Reclaiming Healthcare's Healing Mission for a Sustainable Future. Journal of Service Research.
27(1), 6-27.
-
Hole, M. K., Letchuman, S., Chang, A., & Berry, L. L.
(2023).
Community Health Partners in Unexpected Places. Mayo Clinic proceedings.
98(12), 1833-1841.
-
Danaher, T., Berry, L., Howard, C., Moore, S., & Attai, D.
(2023).
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework. Journal of Service Research.
26(4), 493-510.
-
Berry, L. L., Danaher, T. S., Moore, S. G., Howard, C., & Attai, D. J.
(2023).
In Reply: Where Reshaping Communications in Healthcare Service Begins. Journal of Service Research.
26(4), 517-520.
-
Bowen, D. E., Fisk, R. P., Bateson, J., Berry, L. L., Bitner, M. J., Brown, S. W., ... Zeithaml, V. A.
(2023).
Learning from the pioneering founders of the service research field. 34(4), 605-630.
-
Pereira, A. G., Linzer, M., & Berry, L. L.
(2023).
Mitigating Moral Injury for Palliative Care Clinicians. 4(1), 24-27.
-
Berry, L. L., Attai, D. J., Scammon, D. L., & Awdish, R.
(2022).
When the Aims and the Ends of Health Care Misalign. Journal of Service Research.
25(1), 160-184.
-
Berry, L. L.
(2022).
Reinvention and Inspiration: How I Evolved as a Researcher. Foundations and Trends in Marketing.
16(1-2), 32-36.
-
Berry, L. L., Letchuman, S., Ramani, N., & Barach, P.
(2021).
The High Stakes of Outsourcing in Health Care. Mayo Clinic proceedings.
96(11), 2879-2890.
-
Berry, L. L., Awdish, R., Letchuman, S., & Steffensen, K. D.
(2021).
Trust-Based Partnerships Are Essential - and Achievable - in Health Care Service. Mayo Clinic proceedings.
96(7), 1896-1906.
-
Berry, L. L., & Stuart, B.
(2021).
An "Essential Services" Workforce for Crisis Response. Journal of Public Policy and Marketing.
40(1), 92-93.
-
Berry, L. L., & Awdish, R.
(2021).
Health Care Organizations Should Be as Generous as Their Workers. 174(1), 103-104.
-
Olling, K., Steffensen, K. D., Berry, L., & Stacey, D.
(2021).
The Invisible Roles of Oncology Nurses in Shared Decision Making. 1(2), e0007-e0007.
-
Berry, L. L., Danaher, T. S., Aksoy, L., & Keiningham, T. L.
(2020).
Service Safety in the Pandemic Age. Journal of Service Research.
23(4), 391-395.
-
Berry, L. L.
(2020).
Designing connection into healthcare services. 31(5), 861-868.
-
Berry, L. L., Crane, J., Deming, K. A., & Barach, P.
(2020).
Using Evidence to Design Cancer Care Facilities. 35(5), 397-404.
-
Berry, L. L., Keiningham, T., Aksoy, L., & Deming, K. A.
(2020).
When Cancer Centers Mislead Prospective Patients. JCO Oncology Practice.
16(5), 219-222.
-
Jacobson, J. O., Berry, L. L., Spears, P. A., Steffensen, K. D., & Attai, D. J.
(2020).
Proposing a Bill of Rights for Patients With Cancer. JCO Oncology Practice.
16(3), 121-123.
-
Berry, L. L., Parish, J. T., & Dikec, A.
(2020).
Creating value through quality service. Organizational Dynamics.
49(3), 100716-100716.
-
Berry, L. L., Davis, S. W., Godfrey Flynn, A., Landercasper, J., & Deming, K. A.
(2019).
Is it time to reconsider the term "cancer survivor"?. 37(4), 413-426.
-
Berry, L. L.
(2019).
Service innovation is urgent in healthcare. AMS Review.
9(1-2), 78-92.
-
Stuart, B., Danaher, T., Awdish, R., & Berry, L.
(2019).
Finding Hope and Healing When Cure Is Not Possible. Mayo Clinic proceedings.
94(4), 677-685.
-
Berry, L. L.
(2019).
Service Guarantees Have a Place in Health Care. Annals of Internal Medicine.
170(2), 116-117.
-
Berry, L. L., Deming, K. A., & Danaher, T. S.
(2018).
Improving Nonclinical and Clinical-Support Services: Lessons From Oncology. Mayo Clinic Proceedings: Innovations, Quality and Outcomes.
2(3), 207-217.
-
Meyer, J., Shankar, V., & Berry, L. L.
(2018).
Pricing hybrid bundles by understanding the drivers of willingness to pay. 46(3), 497-515.
-
Steffensen, K. D., Vinter, M., Crger, D., Dankl, K., Coulter, A., Stuart, B., & Berry, L. L.
(2018).
Lessons in Integrating Shared Decision-Making Into Cancer Care. 14(4), 229-235.
-
Berry, L. L., Danaher, T. S., Chapman, R. A., & Awdish, R.
(2017).
Role of Kindness in Cancer Care. Journal of Oncology Practice.
13(11), 744-750.
-
Danaher, T. S., Brand, S. R., Pickard, L., Mack, J. W., & Berry, L. L.
(2017).
How a Child With Cancer Moved From Vulnerability to Resilience. Journal of Clinical Oncology.
35(27), 3169-3171.
-
Berry, L. L., Danaher, T. S., Beckham, D., Awdish, R., & Mate, K. S.
(2017).
When Patients and Their Families Feel Like Hostages to Health Care. Mayo Clinic proceedings.
92(9), 1373-1381.
-
Berry, L. L., Connor, S. R., & Stuart, B.
(2017).
Practical Ideas for Improving the Quality of Hospice Care. Journal of Palliative Medicine.
20(5), 449-452.
-
Berry, L. L., Dalwadi, S. M., & Jacobson, J. O.
(2017).
Supporting the Supporters: What Family Caregivers Need to Care for a Loved One With Cancer. 13(1), 35-41.
-
Berry, L. L., & Mate, K. S.
(2016).
Essentials for improving service quality in cancer care. Healthcare: The Journal of Delivery Science and Innovation.
4(4), 312-316.
-
Brand, S. R., Pickard, L., Mack, J. W., & Berry, L. L.
(2016).
What Adult Cancer Care Can Learn From Pediatrics. Journal of Oncology Practice.
12(9), 765-767.
-
Berry, L. L., Jacobson, J. O., & Stuart, B.
(2016).
Managing the Clues in Cancer Care. 12(5), 407-410.
-
Jacobson, J. O., Rotenstein, L. S., & Berry, L. L.
(2016).
New Diagnosis Bundle: Improving Care Delivery for Patients With Newly Diagnosed Cancer. Journal of Oncology Practice.
12(5), 404-406.
-
Berry, L. L.
(2016).
Revisiting "big ideas in services marketing" 30 years later. Journal of Services Marketing.
30(1), 3-6.
-
Berry, L. L., Castellani, R., & Stuart, B.
(2016).
The Branding of Palliative Care. 12(1), 48-50.
-
Mirabito, A. M., & Berry, L. L.
(2015).
You Say You Want a Revolution? Drawing on Social Movement Theory to Motivate Transformative Change. Journal of Service Research.
18(3), 336-350.
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Beckham, J. D., Berry, L. L., Feussner, J. R., & Trastek, V. F.
(2015).
STRATEGIC TEAMWORK IN HEALTH CARE: THE ESSENTIAL ROLE OF PHYSICIANS. Physician leadership journal.
2(2), 34-38.
-
Seiders, K., Flynn, A. G., Berry, L. L., & Haws, K. L.
(2015).
Motivating Customers to Adhere to Expert Advice in Professional Services: A Medical Service Context. Journal of Service Research.
18(1), 39-58.
-
Berry, L. L., Davis, S. W., & Wilmet, J.
(2015).
WHEN THE CUSTOMER IS STRESSED. HARVARD BUSINESS REVIEW.
93(10), 86-94.
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Kennedy, D. M., Nordrum, J. T., Edwards, F. D., Caselli, R. J., & Berry, L. L.
(2015).
Improving service quality in primary care. American Journal of Medical Quality.
30(1), 45-51.
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Berry, L. L., Davis, S. W., & Wilmet, J.
(2015).
When the customer is stressed. HARVARD BUSINESS REVIEW.
2015(October),
-
Berry, L. L., Beckham, D., Dettman, A., & Mead, R.
(2014).
Toward a strategy of patient-centered access to primary care. Mayo Clinic proceedings.
89(10), 1406-1415.
-
Berry, L. L., Flynn, A. G., Seiders, K., Haws, K. L., & Quach, S. Q.
(2014).
Physician counseling of overweight patients about preventive health behaviors. American Journal of Preventive Medicine.
46(3), 297-302.
-
Berry, L. L., & Seltman, K. D.
(2014).
The enduring culture of Mayo Clinic. Mayo Clinic proceedings.
89(2), 144-147.
-
Berry, L. L., & Beckham, D.
(2014).
Team-based care at Mayo Clinic: a model for ACOs. JOURNAL OF HEALTHCARE MANAGEMENT.
59(1), 9-13.
-
Berry, L. L., Rock, B. L., Smith Houskamp, B., Brueggeman, J., & Tucker, L.
(2013).
Care coordination for patients with complex health profiles in inpatient and outpatient settings. Mayo Clinic proceedings.
88(2), 184-194.
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Toussaint, J. S., & Berry, L. L.
(2013).
Leadership lessons from lean. Trustee : the journal for hospital governing boards.
66(10), 21-1.
-
Berry, L. L.
(2013).
Seven qualities to seek. Trustee : the journal for hospital governing boards.
66(7), 28-1.
-
Toussaint, J. S., & Berry, L. L.
(2013).
The promise of Lean in health care. Mayo Clinic proceedings.
88(1), 74-82.
-
Berry, L. L., Adcock, G., & Mirabito, A. M.
(2012).
"Do-It-Yourself" Employee Health Care. MIT SLOAN MANAGEMENT REVIEW.
53(2), 15-16.
-
Kennedy, D. M., Caselli, R. J., & Berry, L. L.
(2012).
Mayo Clinic Arizona's 7-step approach to improve service and delight customers. Quality Progress.
45(10), 32-39.
-
Kennedy, D. M., Caselli, R. J., & Berry, L. L.
(2011).
A roadmap for improving healthcare service quality. JOURNAL OF HEALTHCARE MANAGEMENT.
56(6), 385-400.
-
Berry, L. L., & Mirabito, A. M.
(2011).
Partnering for prevention with workplace health promotion programs. Mayo Clinic proceedings.
86(4), 335-337.
-
Berry, L. L., Mirabito, A. M., & Baun, W. B.
(2011).
What's the hard return on employee wellness programs?. HARVARD BUSINESS REVIEW.
89(3), 20-21.
-
Berry, L. L.
(2011).
Lessons from high-performance service organizations. Industrial Marketing Management.
40(2), 188-189.
-
Sadler, B. L., Berry, L. L., Guenther, R., Hamilton, D. K., Hessler, F. A., Merritt, C., & Parker, D.
(2011).
Fable hospital 2.0: the business case for building better health care facilities. Hastings Center Report.
41(1), 13-23.
-
Sadler, B. L., Berry, L. L., Guenther, R., Hamilton, D. K., Hessler, F. A., Merritt, C., & Parker, D.
(2011).
Essays: Fable hospital 2.0: The business case for building better health care facilities. Hastings Center Report.
41(1), 13-23.
-
Janakiraman, R., Parish, J. T., & Berry, L. L.
(2011).
The Effect of the Work and Physical Environment on Hospital Nurses' Perceptions and Attitudes: Service Quality and Commitment. Quality Management Journal.
18(4), 36-49.
-
Berry, L. L., Mirabito, A. M., & Baun, W. B.
(2010).
What's the hard return on employee wellness programs?. HARVARD BUSINESS REVIEW.
88(12), 104-142.
-
Ulrich, R. S., Berry, L. L., Quan, X., & Parish, J. T.
(2010).
A conceptual framework for the domain of evidence-based design. HERD-HEALTH ENVIRONMENTS RESEARCH & DESIGN JOURNAL.
4(1), 95-114.
-
Berry, L. L., & Mirabito, A. M.
(2010).
Innovative healthcare delivery. Business Horizons.
53(2), 157-169.
-
Mirabito, A. M., & Berry, L. L.
(2010).
Lessons that patient-centered medical homes can learn from the mistakes of HMOs. Annals of Internal Medicine.
152(3), 182-185.
-
Mirabito, A. M., & Berry, L. L.
(2010).
Lessons that patient-centered medical homes can learn from the mistakes of HMOs. Annals of Internal Medicine.
152(3), 182-185.
-
Berry, L. L., Bolton, R. N., Bridges, C. H., Meyer, J., Parasuraman, A., & Seiders, K.
(2010).
Opportunities for Innovation in the Delivery of Interactive Retail Services. Journal of Interactive Marketing.
24(2), 155-167.
-
Ulrich, R. S., Berry, L. L., Quan, X., & Parish, J. T.
(2010).
A conceptual framework for the domain of evidence-based design. HERD-HEALTH ENVIRONMENTS RESEARCH & DESIGN JOURNAL.
4(1), 95-114.
-
Shankar, V., Berry, L. L., & Dotzel, T.
(2009).
A Practical Guide to Combining Products and Services. HARVARD BUSINESS REVIEW.
87(11), 94-+.
-
Berry, L. L.
(2009).
Competing with quality service in good times and bad. Business Horizons.
52(4), 309-317.
-
Seltman, K. D., & Berry, L. L.
(2009).
Enduring leadership: Lessons from the Mayo Clinic. Leader to Leader.
2009(52), 8-12.
-
Berry, L. L., & Malloch, K.
(2009).
Untitled. HERD-HEALTH ENVIRONMENTS RESEARCH & DESIGN JOURNAL.
2(2), 3-4.
-
Berry, L. L.
(2009).
Leonard L. Berry, PhD: The Mayo culture of leadership. Healthcare financial management : journal of the Healthcare Financial Management Association.
63(1), 42-45.
-
Seltman, K. D., & Berry, L. L.
(2008).
Defending a 100-year brand. Marketing Management.
17(6), 12-15.
-
Berry, L. L.
(2008).
Confronting America's healthcare crisis. Business Horizons.
51(4), 273-280.
-
Berry, L. L., Parish, J. T., Janakiraman, R., Ogburn-Russell, L., Couchman, G. R., Rayburn, W. L., & Grisel, J.
(2008).
Patients' commitment to their primary physician and why it matters. Annals of Family Medicine.
6(1), 6-13.
-
Berry, L. L., & Seiders, K.
(2008).
Serving unfair customers. Business Horizons.
51(1), 29-37.
-
Berry, L. L., & Parish, J. T.
(2008).
The impact of facility improvements on hospital nurses. HERD-HEALTH ENVIRONMENTS RESEARCH & DESIGN JOURNAL.
1(2), 5-13.
-
Bendapudi, N. M., Berry, L. L., Frey, K. A., Parish, J. T., & Rayburn, W. L.
(2007).
Patients Perspectives On Ideal Physician Behaviors. Journal of Medical Regulation.
93(4), 24-31.
-
Seiders, K., & Berry, L. L.
(2007).
Should business care about obesity?. MIT SLOAN MANAGEMENT REVIEW.
48(2), 15-+.
-
Berry, L. L., & Bendapudi, N.
(2007).
Health care: A fertile field for service research. Journal of Service Research.
10(2), 111-122.
-
Berry, L. L., & Carbone, L. P.
(2007).
Build loyalty through experience management. Quality Progress.
40(9), 26-32.
-
Berry, L. L.
(2007).
The best companies are generous companies. Business Horizons.
50(4), 263-269.
-
Berry, L. L., & Seltman, K. D.
(2007).
Building a strong services brand: Lessons from Mayo Clinic. Business Horizons.
50(3), 199-209.
-
Wall, E. A., & Berry, L. L.
(2007).
The combined effects of the physical environment and employee Behavior on customer perception of restaurant service quality. The Cornell hotel and restaurant administration quarterly.
48(1), 59-69.
-
Berry, L. L., Mirabito, A. M., Williams, S., & Davidoff, F.
(2006).
A physicians' agenda for partnering with employers and insurers: fresh ideas. Mayo Clinic proceedings.
81(12), 1592-1602.
-
Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T.
(2006).
Creating new markets through service innovation. MIT SLOAN MANAGEMENT REVIEW.
47(2), 56-+.
-
Berry, L. L., Wall, E. A., & Carbone, L. P.
(2006).
Service clues and customer assessment of the service experience: Lessons from marketing. Academy of Management Perspectives.
20(2), 43-57.
-
Bendapudi, N. M., Berry, L. L., Frey, K. A., Parish, J. T., & Rayburn, W. L.
(2006).
Patients' perspectives on ideal physician behaviors. Mayo Clinic proceedings.
81(3), 338-344.
-
Berry, L. L., Seiders, K., & Hergenroeder, A. C.
(2006).
What business can do about obesity. Organizational Dynamics.
35(4), 341-356.
-
Berry, L., & Mirabito, A. M.
(2005).
Recapturing Marketing's Mission
-
Berry, L. L., Parker, D., Coile, R. C., Hamilton, D. K., O'Neill, D. D., & Sadler, B. L.
(2004).
The business case for better buildings. Healthcare financial management : journal of the Healthcare Financial Management Association.
58(11), 76-78.
-
Berry, L. L.
(2004).
The collaborative organization: Leadership lessons from Mayo Clinic. Organizational Dynamics.
33(3), 228-242.
-
Berry, L. L., Mirabito, A. M., & Berwick, D. M.
(2004).
A health care agenda for business. MIT SLOAN MANAGEMENT REVIEW.
45(4), 56-+.
-
Berry, L. L., & Lampo, S. S.
(2004).
Brand in LabourIntensive Services. Business Strategy Review.
15(1), 18-25.
-
Berry, L. L., & Leighton, J. A.
(2004).
Restoring customer confidence. 24(1), 14-19.
-
Berry, L. L., Parker, D., Coile, R. C., Hamilton, D. K., O'Neill, D. D., & Sadler, B. L.
(2004).
The business case for better buildings. Frontiers of Health Services Management.
21(1), 3-24.
-
Berry, L.
(2004).
Where to invest healthcare dollars. Diabetes an example of how spending on prevention can save lives, costs. Modern Healthcare.
34(3), 25.
-
Berry, L. L., Seiders, K., & Wilder, S. S.
(2003).
Innovations in access to care: a patient-centered approach. Annals of Internal Medicine.
139(7), 568-574.
-
Berry, L. L., & Bendapudi, N.
(2003).
Clueing in customers. HARVARD BUSINESS REVIEW.
81(2), 100-126.
-
Haeckel, S. H., Carbone, L. P., & Berry, L. L.
(2003).
How to Lead the Customer Experience. Marketing Management.
12(1), 18-23.
-
Berry, L. L., Seiders, K., & Grewal, D.
(2002).
Understanding service convenience. Journal of Marketing.
66(3), 1-17.
-
Berry, L. L., Carbone, L. P., & Haeckel, S. H.
(2002).
Managing the total customer experience. MIT SLOAN MANAGEMENT REVIEW.
43(3), 85-+.
-
Berry, L. L.
(2002).
Relationship Marketing of Services Perspectives from 1983 and 2000. Journal of Relationship Marketing.
1(1), 59-77.
-
Berry, L. L.
(2001).
Generous Companies Serve the Best. Marketing Management.
10(4), 12.
-
Berry, L. L.
(2001).
Improve service by acting small. Managing Service Quality.
11(2), 75-79.
-
Berry, L. L.
(2001).
The old pillars of new retailing. HARVARD BUSINESS REVIEW.
79(4), 131-170.
-
McCollough, M. A., Berry, L. L., & Yadav, M. S.
(2000).
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research.
3(2), 121-137.
-
Berry, L. L., & Lampo, S. K.
(2000).
Teaching an Old Service New Tricks. Journal of Service Research.
2(3), 265-275.
-
Seiders, K., Berry, L. L., & Gresham, L. G.
(2000).
Attention, retailers! How convenient is your convenience strategy?. MIT Sloan Management Review: MIT's journal of management research and ideas.
41(3), 79-+.
-
Berry, L. L.
(2000).
Understanding customer delight and outrage. MIT Sloan Management Review: MIT's journal of management research and ideas.
41(2), 6-7.
-
Berry, L. L.
(2000).
Cultivating service brand equity. Journal of the Academy of Marketing Science.
28(1), 128-137.
-
Seiders, K., & Berry, L. L.
(1998).
Service fairness: What it is and why it matters. Academy of Management Perspectives.
12(2), 8-20.
-
Clark, T., & Berry, L. L.
(1998).
Book Review: Learning to Write, Writing to Learn. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing financial services: A strategic vision. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Bankers who sell: Improving selling effectiveness in banking. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Delivering quality service: Balancing customer perceptions and expectations. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
His & hers: The fantasy world of the Neiman-Marcus Catalogue. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Managing for results. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing and the social environment: A readings text. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing for bankers. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing for business growth. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing for the bank executive. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing management. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Marketing services: Competing through quality. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Minding the store. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
On great service: A framework for action. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Service quality: A profit strategy for financial institutions. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
The development of marketing thought. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Value migration. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Writing to learn. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L.
(1998).
Banking tomorrow: Managing markets through planning. Journal of Marketing.
62(2), 123-125.
-
Berry, L. L., Seiders, K., & Gresham, L. G.
(1997).
For love and money: The common traits of successful retailers. Organizational Dynamics.
26(2), 7-23.
-
Bendapudi, N., & Berry, L. L.
(1997).
Customers' motivations for maintaining relationships with service providers. Journal of Retailing.
73(1), 15-37.
-
Berry, L. L., & Parasuraman, A.
(1997).
Listening to the customer - The concept of a service quality information system. MIT Sloan Management Review: MIT's journal of management research and ideas.
38(3), 65-76.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1996).
The Behavioral Consequences of Service Quality. Journal of Marketing.
60(2), 31-46.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1996).
The behavioral consequences of service quality. Journal of Marketing.
60(2), 31-46.
-
Berry, L. L., & Yadav, M. S.
(1996).
Capture and communicate value in the pricing of services. MIT Sloan Management Review: MIT's journal of management research and ideas.
37(4), 41-51.
-
Berry, L. L.
(1995).
Relationship marketing of servicesgrowing interest, emerging perspectives. Journal of the Academy of Marketing Science.
23(4), 236-245.
-
BERRY, L. L.
(1995).
INTERNAL GUARANTEES - REPLY. HARVARD BUSINESS REVIEW.
73(2), 172-172.
-
Berry, L. L., Parasuraman, A., & Zeithaml, V. A.
(1994).
Improving service quality in America: Lessons learned. Academy of Management Perspectives.
8(2), 32-45.
-
PARASURAMAN, A., ZEITHAML, V. A., & BERRY, L. L.
(1994).
ALTERNATIVE SCALES FOR MEASURING SERVICE QUALITY - A COMPARATIVE-ASSESSMENT BASED ON PSYCHOMETRIC AND DIAGNOSTIC-CRITERIA. Journal of Retailing.
70(3), 201-230.
-
Parasuraman, A., Zeithaml, V., & Berry, L.
(1994).
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing.
70(3), 193-194.
-
PARASURAMAN, A., ZEITHAML, V. A., & BERRY, L. L.
(1994).
REASSESSMENT OF EXPECTATIONS AS A COMPARISON STANDARD IN MEASURING SERVICE QUALITY - IMPLICATIONS FOR FURTHER RESEARCH. Journal of Marketing.
58(1), 111-124.
-
Berry, L. L.
(1993).
Our Roles as Educators: Present and Future. Journal of Marketing Education.
15(3), 3-8.
-
BERRY, L. L., & PARASURAMAN, A.
(1993).
BUILDING A NEW ACADEMIC FIELD - THE CASE OF SERVICES MARKETING. 69(1), 13-60.
-
Berry, L. L., & Parasuraman, A.
(1993).
Introduction to special section. Journal of Retailing.
69(1), 10-12.
-
PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.
(1993).
MORE ON IMPROVING SERVICE QUALITY MEASUREMENT. Journal of Retailing.
69(1), 140-147.
-
BERRY, L. L., & PARASURAMAN, A.
(1993).
SPECIAL SECTION ON SERVICES MARKETING - INTRODUCTION. Journal of Retailing.
69(1), 10-12.
-
Marini, F., Bowen, D. E., Chase, R. B., Cummings, T. G., Lyons, W. E., Lowery, D., ... Schaaf, D.
(1993).
The Service Edge: 101 Companies That Profit from Customer Care. Public Administration Review.
53(2), 170-170.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1993).
The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science.
21(1), 1-12.
-
Becker, B. W., Berry, L. L., & Parasuraman, A.
(1992).
Marketing Services: Competing Through Quality. Journal of Marketing.
56(2), 132-132.
-
BERRY, L. L., & PARASURAMAN, A.
(1992).
PRESCRIPTIONS FOR A SERVICE QUALITY REVOLUTION IN AMERICA. Organizational Dynamics.
20(4), 5-15.
-
Berry, L. L., & Seiders, K.
(1992).
Managing the Evidence in SERVICE BUSINESSES. 3(1), 97-102.
-
PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.
(1991).
PERCEIVED SERVICE QUALITY AS A CUSTOMER-BASED PERFORMANCE-MEASURE - AN EMPIRICAL-EXAMINATION OF ORGANIZATIONAL BARRIERS USING AN EXTENDED SERVICE QUALITY MODEL. Human Resource Management.
30(3), 335-364.
-
Berry, L. L., Conant, J. S., & Parasuraman, A.
(1991).
A framework for conducting a services marketing audit. Journal of the Academy of Marketing Science.
19(3), 255-268.
-
PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.
(1991).
REFINEMENT AND REASSESSMENT OF THE SERVQUAL SCALE. Journal of Retailing.
67(4), 420-450.
-
PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.
(1991).
UNDERSTANDING CUSTOMER EXPECTATIONS OF SERVICE. MIT Sloan Management Review: MIT's journal of management research and ideas.
32(3), 39-48.
-
Berry, L. L., Gresham, L. G., & Millikin, N. L.
(1990).
Marketing in retailing: a research agenda. International Review of Retail, Distribution and Consumer Research.
1(1), 5-16.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L.
(1990).
SERVQUAL: Une chelle multi-items de mesure des perceptions de la qualit de service par les consommateurs. Recherche et Applications en Marketing (French Edition).
5(1), 19-42.
-
BERRY, L. L., ZEITHAML, V. A., & PARASURAMAN, A.
(1990).
5 IMPERATIVES FOR IMPROVING SERVICE QUALITY. MIT Sloan Management Review: MIT's journal of management research and ideas.
31(4), 29-38.
-
Berry, L. L., & Kantak, D. M.
(1990).
Personal Selling in the US Banking Industry: 1983 and 1988. Service Industries Journal.
10(1), 5-24.
-
Berry, L. L.
(1989).
Becoming a Marketing Academician: A Strategic Career Planning Seminar for Doctoral Students. Journal of Marketing Education.
11(3), 2-6.
-
BERRY, L. L., PARASURAMAN, A., & ZEITHAML, V. A.
(1988).
THE SERVICE-QUALITY PUZZLE. Business Horizons.
31(5), 35-43.
-
ZEITHAML, V. A., BERRY, L. L., & PARASURAMAN, A.
(1988).
COMMUNICATION AND CONTROL PROCESSES IN THE DELIVERY OF SERVICE QUALITY. Journal of Marketing.
52(2), 35-48.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1988).
Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing.
52(2), 35-48.
-
BERRY, L. L.
(1988).
ABSOLUTELY, POSITIVELY. HARVARD BUSINESS REVIEW.
66(5), 169-&.
-
BERRY, L. L., LEFKOWITH, E. F., & CLARK, T.
(1988).
IN SERVICES, WHATS IN A NAME. HARVARD BUSINESS REVIEW.
66(5), 28-30.
-
PARASURAMAN, A., ZEITHAML, V. A., & BERRY, L. L.
(1988).
SERVQUAL - A MULTIPLE-ITEM SCALE FOR MEASURING CONSUMER PERCEPTIONS OF SERVICE QUALITY. Journal of Retailing.
64(1), 12-40.
-
Berry, L.
(1987).
Erratum. Journal of Services Marketing.
1(1), 5-9.
-
BERRY, L. L., & GRESHAM, L. G.
(1986).
RELATIONSHIP RETAILING - TRANSFORMING CUSTOMERS INTO CLIENTS. Business Horizons.
29(6), 43-47.
-
Berry, L.
(1986).
BIG IDEAS IN SERVICES MARKETING. Journal of Consumer Marketing.
Volume 3(Issue 2), 47-51.
-
BERRY, L. L.
(1986).
RETAIL BUSINESSES ARE SERVICES BUSINESSES. Journal of Retailing.
62(1), 3-6.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L.
(1985).
A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing.
49(4), 41-50.
-
BERRY, L. L., ZEITHAML, V. A., & PARASURAMAN, A.
(1985).
QUALITY COUNTS IN SERVICES, TOO. Business Horizons.
28(3), 44-52.
-
Zeithaml, V. A., Parasuraman, A., & Berry, L. L.
(1985).
Problems and Strategies in Services Marketing. Journal of Marketing.
49(2), 33-46.
-
PARASURAMAN, A., ZEITHAML, V. A., & BERRY, L. L.
(1985).
A CONCEPTUAL-MODEL OF SERVICE QUALITY AND ITS IMPLICATIONS FOR FUTURE-RESEARCH. Journal of Marketing.
49(4), 41-50.
-
ZEITHAML, V. A., PARASURAMAN, A., & BERRY, L. L.
(1985).
PROBLEMS AND STRATEGIES IN SERVICES MARKETING. Journal of Marketing.
49(2), 33-46.
-
Futrell, C. M., Berry, L. L., & Bowers, M. R.
(1984).
An Evaluation of Sales Training in the U.S. Banking Industry. Journal of Personal Selling and Sales Management.
4(2), 40-47.
-
Futrell, C. M., Berry, L. L., & Bowers, M. R.
(1984).
The Personal Selling Orientation of Banks in the United States. International Journal of Bank Marketing.
Volume 2(Issue 1), 12-21.
-
PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.
(1983).
SERVICE FIRMS NEED MARKETING SKILLS. Business Horizons.
26(6), 28-31.
-
Varadarajan, P., & Berry, L. L.
(1983).
Strategies for Growth in Banking: An Exposition. International Journal of Bank Marketing.
Volume 1(Issue 1), 15-25.
-
BERRY, L. L.
(1982).
RETAIL POSITIONING STRATEGIES FOR THE 1980S. Business Horizons.
25(6), 45-50.
-
BERRY, L. L.
(1982).
BANK MARKETING PRIORITIES IN THE UNITED-STATES. European Journal of Marketing.
16(3), 5-13.
-
George, W. R., & Berry, L. L.
(1981).
Guidelines for the advertising of services. Business Horizons.
24(4), 52-56.
-
BERRY, L. L., & KUNKEL, J. H.
(1970).
IN PURSUIT OF CONSUMER THEORY. Decision Sciences.
1(1‐2), 25-39.
-
Lee Adawi Awdish, R., Berry, L. L., & Bosslet, G. T.
"Relative Value Units" Belie Real Value. Chest.
166(3), 579-581.
-
Lee Adawi Awdish, R., Grafton, G., & Berry, L. L.
Never-Words: What Not to Say to Patients With Serious Illness. Mayo Clinic proceedings.
99(10), 1553-1557.
-
Sndergaard, S. R., Bechmann, T., Offersen, B. V., Nielsen, A. W., Nielsen, M. H., Mller, M., ... Steffensen, K. D.
OC-0759 Shared Decision Making with breast cancer patients - does it work? The randomized DBCG RT SDM trial. RADIOTHERAPY AND ONCOLOGY.
182, s626-S626.
-
Dotzel, T., Shankar, V., & Berry, L. L.
Service Innovativeness and Firm Value. Journal of Marketing Research.
50(2), 259-276.
-
Sndergaard, S. R., Bechmann, T., Maae, E., Nielsen, A., Nielsen, M. H., Mller, M., ... Steffensen, K. D.
Shared decision making with breast cancer patients - does it work? Results of the cluster-randomized, multicenter DBCG RT SDM trial. RADIOTHERAPY AND ONCOLOGY.
193, 110115-110115.
-
Rauff Sndergaard, S., Ellekjr, L. B., Bechmann, T., Offersen, B. V., Nielsen, M. H., Mller, M., ... Dahl Steffensen, K.
Shared decision making with breast cancer patients: impact on patient engagement and fear of recurrence. Protocol for a Danish randomized trial in radiotherapy (DBCG RT SDM)
-
Berry, L. L., Danaher, T. S., Keiningham, T., Aksoy, L., & Andreassen, T. W.
Social Profit Orientation: Lessons from Organizations Committed to Building a Better World
-
Parish, J. T., Berry, L. L., & Lam, S. Y.
The effect of the servicescape on service workers. Journal of Service Research.
10(3), 220-238.
-
Sndergaard, S. R., Stie, M., Bechmann, T., Offersen, B. V., Nielsen, M. H., Mller, M., ... Lund, L.
Through Clinicians Eyes: Use of an In-consultation Patient Decision Aid in Radiation Treatment for Early Breast Cancer. A Qualitative Study. Clinical Breast Cancer.
24(4), e297-e309.
-
Berry, L. L., Yadav, M. S., & Hole, M. K.
(2024).
Reclaiming Healthcare's Healing Mission for a Sustainable Future. Journal of Service Research.
27(1), 6-27.
-
chapter
-
Seltman, K. D., & Berry, L. L.
(2013).
Mayo Clinic: Making Complex Healthcare Simpler. Handbook of Systems and Complexity in Health.
(pp. 685-696).
Springer Nature.
-
Wall, E. A., & Berry, L. L.
(2001).
Designing the Service Factory for Customers and Employees. Dienstleistungsmanagement Jahrbuch 2001.
(pp. 521-531).
Springer Nature.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(2000).
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt. Dienstleistungsqualitt.
(pp. 115-144).
Springer Nature.
-
Berry, L. L., & Parasuraman, A.
(1999).
Dienstleistungsmarketing fngt beim Mitarbeiter an. Internes Marketing.
(pp. 69-92).
Springer Nature.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L.
(1998).
Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Handbuch Dienstleistungsmanagement.
(pp. 449-482).
Springer Nature.
-
Berry, L. L., & Parasuraman, A.
(1995).
Dienstleistungsmarketing fngt beim Mitarbeiter an. Internes Marketing.
(pp. 87-110).
Springer Nature.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1995).
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt. Dienstleistungsqualitt.
(pp. 131-160).
Springer Nature.
-
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.
(1991).
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt. Dienstleistungsqualitt.
(pp. 107-136).
Springer Nature.
-
Schneider, B., Barbera, K. M., Berry, L. M., & Seltman, K. D.
The Mayo Clinic Way. Schneider, B., & Barbera, K. M. (Eds.),
The Oxford Handbook of Organizational Climate and Culture.
(pp. 603-619).
Oxford University Press.
-
Seltman, K. D., & Berry, L. L.
(2013).
Mayo Clinic: Making Complex Healthcare Simpler. Handbook of Systems and Complexity in Health.
(pp. 685-696).
Springer Nature.
-
conference paper
-
Sondergaard, S. R., Bechmann, T., Offersen, B. V., Nielsen, A., Nielsen, M. H., Moller, M., ... Steffensen, K. D.
(2023).
Shared Decision Making with breast cancer patients - does it work? The randomized DBCG RT SDM trial. RADIOTHERAPY AND ONCOLOGY.
S626-S626.
-
Sndergaard, S. R., Bechmann, T., Maae, E., Nielsen, A. W., Nielsen, M. H., Mller, M., ... Steffensen, K. D.
213 Results of the randomized Danish breast cancer group radiotherapy shared decision making trial. a99.2-a9a99.
-
Sondergaard, S. R., Bechmann, T., Offersen, B. V., Nielsen, A., Nielsen, M. H., Moller, M., ... Steffensen, K. D.
(2023).
Shared Decision Making with breast cancer patients - does it work? The randomized DBCG RT SDM trial. RADIOTHERAPY AND ONCOLOGY.
S626-S626.
-
webpage
-
Berry, L. L., & Barach, P.
(2021).
Hospitals often outsource important services to companies that prioritize profit over patients
-
Berry, L. L., Flynn, A., & Davis, S.
(2019).
People diagnosed with cancer often dont embrace the term survivor
-
Berry, L. L., & Hamilton, D. K.
(2018).
How to build a better, safer, more welcoming hospital
-
Berry, L. L., Modi, H., & Danaher, T.
(2018).
How lessons from childhood cancer care could improve adult cancer care
-
Berry, L.
(2018).
How kindness can make a difference in cancer care
-
Berry, L., Aksoy, L., & Danaher, T.
A orientacao para o lucro social pode ajudar empresas e organizacoes a fazer mais coisas boas pelo mundo
-
Berry, L. L., Riney, R., & Siegel, B.
Critical U.S. Health Systems Are in Jeopardy. Businesses and Governments Need to Help. HARVARD BUSINESS REVIEW.
-
Berry, L., Aksoy, L., & Danaher, T.
Social profit orientation can help companies and nonprofits alike do more good in the world
-
Berry, L. L., & Barach, P.
(2021).
Hospitals often outsource important services to companies that prioritize profit over patients
Teaching
teaching activities
- MKTG441 Hnr-service Qual In Healthcare Instructor
- MKTG485 Directed Studies Instructor
- MKTG485 Hnr-directed Studies Instructor
- MKTG489 Sptp:improving Hlthcre Service Instructor
- MKTG673 Services Marketing Instructor
- MKTG691 Research Instructor
Works By Students
chaired theses and dissertations
-
Bowers, Michael R. (1985-08). An exploration into new service development : process, structure and organization.
-
Davis, Scott Williams (2015-07). The (In)Effectiveness of Self-Control Interventions.
-
Dotzel, Thomas (2010-10). Essays on Service Innovation.
-
Guidry, Julie Anna (2005-02). The experience of . . . suspense: understanding the construct, its antecedents, and its consequences in consumption and acquisition contexts.
-
Meyer, Jeffrey Dean (2011-10). Essays On Hybrid Bundle Pricing.
-
Mirabito, Ann Marie (2009-05). Looking for a good doctor (or realtor or mechanic): construing quality with credence services.
-
Srivastava, Mona (2009-05). Consumers' Cognitive, Affective, and Behavioral Responses to an Invasion of Privacy: Essays on Understanding Consumer's Privacy Concerns.
Background
education and training
- Ph.D. in Marketing, Arizona State University - (Tempe, Arizona, United States) 1968
- M.B.A. in Marketing, University of Denver - (Denver, Colorado, United States) 1965
- B.A. in Social Science, University of Denver - (Denver, Colorado, United States) 1964
awards and honors
- Faculty Achievement Award, conferred by Southeastern Conference - (Birmingham, Alabama, United States), 2024
- William Wilkie Marketing for A Better World" Award", conferred by American Marketing Association - (Chicago, Illinois, United States), 2018
- Sheth Gold Medal in Marketing, conferred by The Sheth Foundation - (United States), 2018
- Fresno High School Athletic Wall of Champions Inductee, conferred by Fresno Unified School District - (Fresno, California, United States), 2017
- AMA Fellows, conferred by American Marketing Association - (Chicago, Illinois, United States), 2015
- Mays Business School Lifetime Achievement Award, conferred by Texas A&M University System - (College Station, Texas, United States), 2015
- W.P. Carey School of Business Outstanding Doctoral Alumni Award, conferred by Arizona State University - (Tempe, Arizona, United States), 2014
- Edgar C. Hayhow Award, conferred by Journal of Healthcare Management - (Chicago, Illinois, United States), 2013
- Regents Professor Award, conferred by Texas A&M University System - (College Station, Texas, United States), 2012
- Paul D. Converse Award for Outstanding Contributions to the Science of Marketing, conferred by American Marketing Association - (Chicago, Illinois, United States), 2008
- Presidential Professor for Teaching Excellence Award, conferred by Texas A&M University - (College Station, Texas, United States), 2008
- Association of Former Students University-Level Distinguished Achievement Award, The, conferred by Texas A&M University - (College Station, Texas, United States), 2008
- IBM Best Paper Award, conferred by Journal of Service Research - (Maryland, United States), 2008
- Best Paper Award, conferred by Business Horizons - (Indiana, United States), 2007
- AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award, conferred by American Marketing Association - (Chicago, Illinois, United States), 2007
- Outstanding Marketing Teacher Award, conferred by Academy of Marketing Science - (Ruston, Louisiana, United States), 2006
- Academy of Marketing Science Fellow, conferred by Academy of Marketing Science - (Ruston, Louisiana, United States), 2006
- Mays Distinguished Research Achievement Award, conferred by Texas A&M University - (College Station, Texas, United States), 2003
- SERVSIG Best Services Marketing Article for 2002, conferred by American Marketing Association - (Chicago, Illinois, United States), 2002
- University Distinguished Lecturer, conferred by Texas A&M University - (College Station, Texas, United States), 2002
- Highly Cited Researcher, conferred by Thomson Reuters - (New York, New York, United States), 2001
- Outstanding Marketing Educator Award, conferred by Academy of Marketing Science - (Ruston, Louisiana, United States), 2000
- Pinnacle Award, conferred by Sales & Marketing Executives International - (Sumas, Washington, United States), 2000
- University Distinguished Professor, conferred by Texas A&M University - (College Station, Texas, United States), 1999
- SERVSIG Best Services Marketing Article Award for 1996, conferred by American Marketing Association - (Chicago, Illinois, United States), 1997
- SERVSIG Services Marketing Career Contributions Award, conferred by American Marketing Association - (Chicago, Illinois, United States), 1996
- Association of Former Students University-Level Distinguished Achievement Award, The, conferred by Texas A&M University - (College Station, Texas, United States), 1996
- Distinguished Alumnus Award, Department of Marketing, conferred by Arizona State University - (Tempe, Arizona, United States), 1995
- Jagdish N. Sheth Best Article Award, conferred by Academy of Marketing Science - (Ruston, Louisiana, United States), 1994
- Fellow of the Center for Services Marketing, conferred by Vanderbilt University - (Nashville, Tennessee, United States), 1994
- Association of Former Students University-Level Distinguished Achievement Award, The, conferred by Texas A&M University - (College Station, Texas, United States), 1990
- College of Business Administration Research Achievement Award, conferred by Texas A&M University - (College Station, Texas, United States), 1989
- Fellow of the First Interstate Center for Services Marketing, conferred by Arizona State University - (Tempe, Arizona, United States), 1988
- College of Business Administration Distinguished Service Award, conferred by Texas A&M University - (College Station, Texas, United States), 1988
- Graduate Faculty Research Fellow Award, conferred by Texas A&M University - (College Station, Texas, United States), 1982
- Cecil Puckett Award, conferred by University of Denver - (Denver, Colorado, United States), 1970
- Doctoral Consortium Fellow, conferred by American Marketing Association - (Chicago, Illinois, United States), 1967
- Scholar-Athlete of the Year Award, conferred by University of Denver - (Denver, Colorado, United States), 1964
Contact
first name
- Leonard
has last name
- Berry
mailing address
-
Texas A&M University
Marketing
4112 TAMU
College Station, TX 77843-4112
USA
Other
In the News
- berryle@tamu.edu